Manager, Collections & Recoveries

This is a fully remote position, open to applicants in United States.

📋 Description

• Implement established strategies for collections and recovery to enhance key portfolio metrics, such as roll rates, cure rates, liquidation rates, and recovery performance.

• Continuously monitor performance and proactively identify trends, risks, and areas for improvement.

• Assist in forecasting and tracking performance for collections and recovery channels.

• Contribute to the development and enhancement of strategies based on performance observations and data insights.

• Oversee the daily performance of third-party subservicers and collection agencies engaged in delinquency management and recovery of charged-off accounts.

• Ensure vendors meet clearly defined KPIs, SLAs, and performance standards.

• Identify performance deficiencies and initiate timely corrective action plans with vendors.

• Facilitate regular performance evaluations and operational meetings with vendors (weekly/monthly/quarterly).

• Escalate and assist in resolving complex operational or borrower issues in collaboration with vendors.

• Analyze collections and recovery performance data to discern the factors influencing borrower delinquencies and recovery trends.

• Collaborate with internal analytics teams to convert data into actionable insights and operational enhancements.

• Identify, design, and implement process improvements and innovative collections tactics to boost collections outcomes, scalability, and borrower experience.

• Prepare and present regular performance reports, clearly outlining trends, drivers, and actions being taken.

• Ensure that processes and vendor activities comply with internal policies and regulatory requirements by closely partnering with the Legal and Compliance teams.

• Perform additional duties as assigned.

⛳️ Requirements

• Associate’s Degree is required; Bachelor’s Degree is preferred.

• A minimum of 5 years of experience in collections, recoveries, or servicing operations, ideally within a consumer lending context.

• Proven experience in managing third-party vendors or subservicers to achieve business results.

• Strong analytical abilities with a proven track record of utilizing data to enhance performance.

• In-depth knowledge of collections regulations and compliance requirements (e.g., FDCPA, CFPB guidance).

• A strong ownership mindset focused on measurable outcomes.

• Excellent problem-solving skills, with a proactive and urgent approach.

• Demonstrated project management discipline and the ability to effectively prioritize tasks.

• Proficient in Microsoft Office applications (Outlook, Word, PowerPoint, Excel).

• Exceptional verbal, written, and interpersonal communication skills.

• Highly organized with strong time-management skills and attention to detail.

• Self-motivated, self-directed, and results-driven.

• Adaptable and capable of multitasking in a dynamic, fast-paced environment.

• Able to work independently and collaboratively within a team; solution-oriented with a cooperative approach.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance plans.

• 4 weeks of paid time off (PTO).

• 401k plan with a company match.

• Metro SmartTrip benefits ($50/month).

• Options for remote or hybrid work schedules (4 days per week in-office) for most positions.

• Incentives for purchasing solar panels, electric vehicles, biking to work, and more.

• Paid subscriptions to Veterans Compost, Capital Bikeshare, Imperfect Foods reimbursement, and additional perks!

• Recognized as a Best Workplace for Commuters in 2023 & 2024.

• Awarded The Washington Post Top Workplaces for 2023, 2024, and 2025.

• Honored as one of American Banker’s Best Banks to Work For in 2023.